# Department filtering, chat sorting, and CSAT support for WhatsApp

## Release Summary

**New Features** 

* Department filtering
* Chat Sorting

**Improvements** 

* CSAT and NPS surveys for clients with WhatsApp via Chat Flow
* Chat limit per agent

**Bug fixes**

* Bugs relating to file attachments were addressed. Agents and customers can now send various file types as attachments on WhatsApp via Chat Flow.
* Scalability and performance enhancements
* UX improvements relating to error messages, alphabetical ordering, indication of online agents

More information on each of the items in this release can be found below.

### NEW FEATURES 

#### [**Department Filtering**](https://clickatell.gitbook.io/chat-desk/chat-desk-dashboard/departments-management)

Supervisors can now choose to view all chats across all departments or to filter to view chats for a specific department only (if set up). These options are available for live chats and closed chats via the 'filter' icon in the left panel.

<figure><img src="https://2380245535-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fl8ao2e7ogQyZBti1BuxA%2Fuploads%2FuRqEENCvsVa7u6mnRI5C%2Fimage.png?alt=media&#x26;token=d8989d76-fb7c-40df-ba9a-88023e43c2c3" alt=""><figcaption></figcaption></figure>

#### [Live Chat Sorting](https://clickatell.gitbook.io/chat-desk/agent-chat-desk/search-and-filter-chats)&#x20;

Agents can now select how to sort their live chats:

* '*New Customer Activity*': sorts live chats based on new activity from an end-user, i.e. any new message/activity from an end-user moves the relevant chat to the top of the list (*note: new activities by an agent are not considered for sorting*).
* '*New Chats*': sorts live chats based on the time when a chat arrived in Chat Desk, i.e. new chats appear at the top and the oldest chat at the bottom&#x20;

These options are available via the 'sorting' icon as shown below.

<figure><img src="https://2380245535-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fl8ao2e7ogQyZBti1BuxA%2Fuploads%2FWTPPmdaXcJJXiwRKXB52%2Fimage.png?alt=media&#x26;token=8490c7df-5951-4cb6-bf61-747a776cab5f" alt=""><figcaption></figcaption></figure>

### IMPROVEMENTS

#### [**CSAT & NPS Support for WhatsApp via Chat Flow**](https://clickatell.gitbook.io/chat-desk/chat-desk-dashboard/settings/survey-management)

With this release, we have enabled the CSAT and NPS surveys for clients using WhatsApp via Chat Flow. This was previously not supported.

{% hint style="warning" %}
**Note:** CSAT ratings per agent are only presented if a [survey ](https://clickatell.gitbook.io/chat-desk/chat-desk-dashboard/settings/survey-management)has been set up on your Chat Desk account.
{% endhint %}

<figure><img src="https://2380245535-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fl8ao2e7ogQyZBti1BuxA%2Fuploads%2F7aEGElKFehRFTy0WH1zF%2Fimage.png?alt=media&#x26;token=19f82d3d-688e-4cb9-967a-339bdaefda1e" alt=""><figcaption></figcaption></figure>

#### [Chat Limit Per Agent](https://clickatell.gitbook.io/chat-desk/chat-desk-dashboard/settings/chat-desk)

On your [Chat Desk preferences](https://clickatell.gitbook.io/chat-desk/chat-desk-dashboard/settings/chat-desk), you can set the maximum number of chats that can be assigned to an agent at any time. We have introduced a limit of **100** chats per agent to prevent users from accidentally setting this to a higher number which could potentially result in performance and UI issues. &#x20;

<figure><img src="https://2380245535-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fl8ao2e7ogQyZBti1BuxA%2Fuploads%2FTmXHmoqJzv9vhI18Fs9s%2Fimage.png?alt=media&#x26;token=30eff2e1-d24a-4ee4-b2b2-0bda1c1932cb" alt=""><figcaption></figcaption></figure>